Ping/Latency way higher Gigafast 900

[htyaH]

I used to get 5ms ping to London (from Coventry), now I am being auto connected to Edinburugh and I get 15 ping to there, when I try to speedtest to London or even right next to me in Leicester I am getting pings above 22...I called in and they just said "they added new servers and there's nothing much we can do"...

any help?

[jibilah]

Thanks for starting this thread.

I was considering returning to Vodafone (after 2 years away, having left due to latency and speed issues towards the end of 2020), because I must admit the faster speeds are very enticing!

But after reading this thread where similar issues are still occurring and still not being resolved - it has put me off.

Don't forget to raise a complaint if necessary - and if it's not resolved after a period of time (i think 8 weeks) you can refer it to CISAS (https://www.cedr.com/consumer/cisas/)

I do hope you get it sorted soon.

[Jayach]

@jibilah 

Not everybody on Gigafast suffers the high latency, but yes, if it's important to you not worth taking the chance.

[da1e85]

Gone back up to 18ms ping from 7 in all honesty though if I hadn't done a speed test I would never have known it had changed

[jibilah]

@Jayach 

I have a friend on Gigafast who's never had a problem. I had it for 18 out of 24 months and never had a problem, and was great for those 18months. I understand things break or become overloaded etc. etc. but the biggest problem is when the issue persists for 6 months (maybe longer, but i left as soon as my contract ended), and the constant having to 'prove' my problem to whoever I had on the phone that day.

That being said, I wouldn't necessarily have a problem with anything up to about 30ms latency, even up to 100ms is usable for my purposes. However looking at some graphs in the 32 pages of replies of this thread - there's time outs, and it is these that have put me off, because it's at that point it becomes unusable.

[Cynric]

My FTTC broadband looks like this and I can't say that I even notice.

[ZinGeRs]

Well it looks like CISAS have accepted the case (after I had to upload more evidence) considering Vodafone have never responded to my complaint, and closed my service request case without resolution I was surprised I had to even upload more evidence.

However the massive back and forth emails showing bqms day after day of poor and unusable service certainly every evening between august and october before the routing switch obviously swayed it. They also have a link to this forum so they can see it isn't an isolated case.

Yes my full download speed returned (16ms+ ping at best 20ms in an evening and 100ms+ when I get lag spikes) but the service provided is unacceptable as even web browsing if you catch it wrong feels like you have the hand brake on not snappy at all. This compared to proven bqms of earlier times showing my 5ms ping, so hopefully there will be a resolution shortly.

They have 10 days now to settle the dispute, defend it? How they can do this with all the evidence of being fobbed off with upgrades that simply haven't happened., or object to CEDR and goes to adjudication hopefully they see sense and just let me leave without penalty

[ZinGeRs]

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@Cynric wrote:

My FTTC broadband looks like this and I can't say that I even notice.

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Are you a gamer though? Those latency spikes are awful in an evening, however you have them in a morning too. Do you download a lot? 

[Cynric]

Some infrequent games, but usually strategy rather than first-person. The daytime hit is a family member working from home. Very little downloading at all except a bit of Netflix sometimes in the evening.

Mind you, perhaps this date could be ignored with all the football network traffic clogging-up the wires in the green box. 😁

[purrbox]

Call back CEO's Office!

I have finally had a call back from the CEO's office with an explanation about the BNG's, routing and Edinburgh. But more importantly, I've been offered a deadlock letter and an option to leave in contract!

I know this will cause more arguments but as I'm getting out I'm not bothered anymore.

He stated that the BNG's are in fact owned by city fibre (we know this isn't true) and anybody who posts in this forum stating otherwise should be ignored as they do not work at Vodafone.

As more subscribers are added, it's going to be default policy to route more Vodafone customers to Edinburgh regardless of where they are in the country. This is to alleviate congestion and ensure that peoples connections are suitable for web browsing and streaming media. There's no guarantees of low pings and pings upto 100ms are considered acceptable and will continue to be considered acceptable.

So if you are unhappy (and want to leave), this is the procedure.

1) lodge a complaint

2) ask the complaints handler to request a callback from the CEO or the highest official in the CEO's office (ask for Dara)

3) Speak to Dara and say you are unhappy with high pings and being routed via Edinburgh. Mention that it is stopping you from playing online games and holding Zoom meetings,

4) He will then offer you the option to look into the fault or a dead lock letter. Ask for the dead lock letter, you can then leave the contract.

Hints:

1) Do not argue with them about Vodafone owning the BNG's, we all know they are in fact owned by Vodafone but this is coming from the CEO. The bottom line is Vodafone do not see this as a problem and will not be fixing it, regardless of what any level 1, 2 or 3 tech tells you.

2) If the CEO's office offer to "research and look into the fault", decline the offer. Nothing will happen as the strategy is to continue to route customers via Edignburgh.

[Jayach]

@purrbox 

Thank you for the update, as you say there will be many who will disagree, but you are free to leave, so that is good.

Do let us know who you go to, and how it is there,

Really hope it all works out for you.

@Jayach